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SDI SD0-101 Exam Sample Questions

Question: 4

What is the best type of questioning to use to disengage a caller whilst ensuring

a professional approach to call management?

  1. Reflective questions
  2. Rapid questions
  3. Open questions
  4. Closed questions


Answer: D

Question: 1

Your manager has told you that the Service Desk team must provide excellent customer service at all times. As an SDA, what is the most important thing you must do to ensure that this happens?

  1. Always show plenty of sympathy to the users
  2. Always follow the procedures you understand best
  3. Always reprimand colleagues who fail to deliver service excellence
  4. Always listen to what users tell you


Answer: D

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Question: 3

Which option is the best example of a closed question?

  1. What are the symptoms of your Incident?
  2. Tell me what you were doing immediately prior to the Incident?
  3. What version of the software do you have?
  4. How can I be of help?


Answer: C

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Question: 4

What is the best type of questioning to use to disengage a caller whilst ensuring

a professional approach to call management?

  1. Reflective questions
  2. Rapid questions
  3. Open questions
  4. Closed questions


Answer: D

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Question: 4

What is the best type of questioning to use to disengage a caller whilst ensuring

a professional approach to call management?

  1. Reflective questions
  2. Rapid questions
  3. Open questions
  4. Closed questions


Answer: D

Question: 1

Your manager has told you that the Service Desk team must provide excellent customer service at all times. As an SDA, what is the most important thing you must do to ensure that this happens?

  1. Always show plenty of sympathy to the users
  2. Always follow the procedures you understand best
  3. Always reprimand colleagues who fail to deliver service excellence
  4. Always listen to what users tell you


Answer: D

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